Trilliant offers a universal communications platform that is at the convergence of the smart grid, smart city, and global Industrial Internet of Things (IIoT) applications. We bring together multi-technology solutions, global capabilities, and mission-critical communications to deliver future-proof solutions.

We are a device-agnostic, integrated, multi-technology communication platform that provides flexibility to balance technological capabilities with economic needs. Trilliant is committed to best-in-class solutions that empower our customers and their customers to connect to the world of things.

We are an equal-opportunity employer offering comprehensive benefits and compensation packages with a selection of insurance programs. We have dynamic and collaborative work environments with some of the brightest employees in the world. We invest in people and provide opportunities for our employees to grow hand in hand with our business.

Job Description:

Trilliant is seeking a Support Engineer responsible for supporting Trilliant’s existing and new customers, maintaining their Production environment, and managing issues based on support level agreements (SLAs). Works closely with Engineering to help understand, isolate, and resolve problems. Performs escalation of critical issues and ensures that the support group can assist the customer on time. Manage the after-hours and weekend support for select customers and be an escalation point for critical issues. Track and report on the support group metrices and customer service performance.

Position Responsibilities

• Monitor AMI system health, alerts, and meter communication status
• Provide daily and monthly performance reports
• Troubleshoot basic meter connectivity issues and data collection failures
• Run diagnostic checks and verify meter data transmission
• Document incidents in ticketing systems and follow standard procedures
• Escalate complex technical issues to L2/L3 teams
• Generate routine operational reports and track system outages
• Manage customer relationships and be the face of Trilliant
• Manage SaaS service, including Trilliant applications, access, and control.
• Works with engineering teams to resolve customer issues that have not been solved through problem replication or known solutions.
• Track and report metrices on customer’s SLAs
• Manage and progress all issues recorded in Trilliant’s issue management system and ensure proper documentation
• Be part of an on-call staff and be an escalation point for critical issues
• Other duties as assigned

Position Requirements

• Strong experience writing and optimizing SQL queries across databases such as Oracle, MySQL, or MSSQL, including data extraction, analysis, and reporting
• Solid understanding of Linux/Unix-based systems (e.g., CentOS) and Windows Server environments, including system-level troubleshooting
• Hands-on experience or functional knowledge of Advanced Metering Infrastructure (AMI) ecosystems, including billing, reporting, and integration/support of third-party AMI platforms.
• Familiarity with utility domain operations, including smart metering, meter data management (MDM), and grid communications
• Experience with networking and communication protocols such as SSH, TCP/IP, FTP, Telnet, DHCP, and NTP in distributed environments
• Exposure to containerization and orchestration technologies such as Kubernetes and Docker (preferred), with understanding of modern deployment practices
• Experience working with production systems in a SaaS or cloud-hosted environment, including monitoring, incident response, and uptime management
• Proficiency with incident management and ticketing tools (e.g., ServiceNow, JIRA), including SLA tracking and escalation handling
• Demonstrated ability to troubleshoot complex, cross-functional issues spanning application, infrastructure, and network layers
• Strong understanding of ITIL principles or support operations best practices (incident, problem, and change management)
• Ability to support 24/7 operations, including rotating shifts, on-call coverage, and critical incident escalation
• Excellent communication and stakeholder management skills, with the ability to interact effectively with customers, engineering teams, and leadership
• Proven ability to work in fast-paced, customer-facing environments while maintaining high levels of service quality and responsiveness
• Proficiency in Microsoft Office tools (Excel, Word, Visio, Outlook) for reporting, documentation, and analysis
• Willingness and ability to travel up to ~25% as required

Education/Certification

• College degree in computer sciences, computer networking or related field. Related work and or military experience will also be considered
• Certifications in computer field highly desired (ie AWS CCNA, MCSE, MCP)

Trilliant Values-

PASSIONATE-We find the right solutions for customers and exceed their expectations.

ACCOUNTABLE-We work smartly and tackle problems with urgency to get the job done.

CONFIDENT We look to the future and partner with each other to deliver world-class solutions.

ENERGIZED-We are excited and support the growth and direction of Trilliant.